Hello,
I’m testing SMS notifications.. The message works perfect, no problem..
But the sender of the SMS notifications is a mobile number which is not related with our shop..
I’d expect that our shop name would be shown as a sender..
Can you help me? Have I missed anything in the settings?
Thanks,
Hey, there
This is Dallas from the Shopify Social Care Team.
There are a couple of different type of SMS notifications. If you are referring to the SMS notifications your customers receive from your store then you’re right, they won’t actually see your number. The main reason is that it isn’t actually coming from your phone. It is coming from an automated bot. If your customers were to reply to that text it wouldn’t go anywhere.
If you are referring to the notifications that you receive it would be the same thing. The number will be a number associated with a bot that automatically sends you the notifications. You wouldn’t be able to reply back to that number either.
Are you looking or a way for your customers to talk back and forth with you?
Let me know,
Dallas
Hi Dallas,
As a beginning set-up we have been using e-mail notifications. Now, I’m in a research instead of e-mail whether we can use SMS notifications or not.. and maybe whatsapp..
I’d expect our shop name is shown as the sender.
thanks,
I see I see!
When you set up SMS notifications it will show as a separate number not related to your store. This would be because the messages are being automatically sent by a bot rather than by you store or account directly. I hope that makes sense.
If you are wanting you give your customers the ability to be in direct contact with you I would suggest a chat or messenger feature. This will sent the messages from your customers to you and then you could reply back as soon as you wish. It is quite handy and definitely helps to make your customers feel like they have a better way of reaching you.
Tidio is a great option as it puts all of your emails, chats, and Facebook messenger requests into one spot so you can easily deal with it on your phone
SMS Chatbot by HiSuite is also a good one to look into
I hope this helps to give you an option for what you are looking to do. If you have more questions please don’t hesitate to ask!
Dallas.
Hi I have the same problem. The shop name that was receive by the customer via the sms was shortened. How do I change about from here?
Hi, Fion.
Just to clarify, are you meaning that the SMS number was shortened? Or is this in relation to the shop name that was shortened?
Thank you,
Dallas
Hi Dallas,
I have the problem of the shop name shortening when an SMS is sent. Is there a way around this?
I am referring to the shop name being shortened. Please advise.
When you’re talking about sending SMS, there’s a few key parts. The number you’re sending to, the message and the other is the Sender ID.
The sender ID - if alphanumeric - has a standard limit of 11 characters. So if your shop name is longer than that you should expect some truncation.
This is not a Shopify specific thing, just SMS in general.
Hi Jason,
Thank you for the prompt reply. So is there no way I will be able to change the Sender ID without changing my Shop Name? Or is there some workaround to this.
Regards,
Glanden
Great got it! Thank you
The order notification emails aren’t comi g from my device either and they still come from my email! If shopify wanted they change the send from sms number. AT LEAST THEY SHOULD MAKE IT AN INVALID NUMBER. MY CUSTOMERS ARE REPLY6TO IT AND JOT GETTING ANY RESPONSE BACK.
Hi Dallas,
Your explanation makes sense technically, but…
For us to create a better user experience, it is best if the source of the message is recognizable (i.e. our store name). This is the goal and i am not looking for a way to chat with my customers, there are other solutions for that.
As it stands now, the messages come from an unknown number that has messages from other companies that have contracts with your automated bot company. This is just not acceptable. It will be treated as spam.
I hope you have a solution for this.
Hi, Omar.
We don’t currently have a workaround for this, however, I completely understand the validity of what you’re wanting. It makes complete sense and from the point of view of your customer’s experience and I completely agree! I’m going to make a note of this and hopefully our team can see what they can do. I can’t make a promise that this will change, or when it will if it does but I’ll certainly let our team know!
Thank you for your request and suggestions. It really helps us work to improve!
Hi Dallas
Recently the SMS notifications (e.g. Order Confirmation) shows it comes from a number and not the Shop Name (Sender ID) as it used to be.
Is there a way to change that ?
I’m more than happy to give a bit more clarification. Phone carriers actually have an 11 character limit for the SMS sender ID in their SMS notifications. This applies to all services including Shopify. Any non-alpha-numeric characters will be omitted also, such as ‘Š’ or ‘ě’.
The sender name used in the SMS is based on the Store Name set in Settings> General. In this example, the store name is “Shopify Testing”.
The name you will see in the SMS message is “ShopifyTest”. All spaces are removed and will total 11 characters.
The 11 character limit cannot be edited for any store. However, if you’re not seeing any letters at all it could be in relation to your phone provider. Many mobile network operators restrict the sender’s name types. The reasons for this vary, depending on the types of Sender IDs allowed. There is more information about SMS sender ID restrictions on this link here.
In that case, I guess the main question would be if this is a thing that only you’re noticing or if this is something that all of your customers (as in every single one) are complaining about. The reason that I say every single one is because it could also be that those customers could be under a mobile provider with tht restriction as well. I don’t have a list of what mobile providers have this restriction and what ones don’t so I think there’s a very high possibility that it could be related to this.
That should help to answer your question, but if you have any more questions please let me know.
When I receive a SMS from an order on our shop it says it is coming from “The Siren & Co.”
Sadly, I have no idea what that shop is, but certainly it’s not ours.
Apparently it is coming from 323-897-1547 which has links all over the web including Yelp saying it belongs to The Siren & Co
This is very confusing for customers! At least the message should have an auto reply or something to indicate to customers that they should not expect an answer from this random number.
